Digitization of hospital administration and public service reform: integration of technology and humanistic values

Abstract

This study aims to analyze the implementation of digital governance in improving the quality of public health services in the Ngudi Waluyo Wlingi Regional General Hospital Rumas, Blitar, East Java Province, Indonesia. This study uses a qualitative approach with a case study design, involving data collection techniques in the form of in-depth interviews with 28 primary informants, participatory observation, and document analysis. The findings show that digitalization and national platforms such as SatuSehat have improved service efficiency, transparency, and responsiveness. The principles of digital governance—user need, privacy and security, interoperability, and inclusion—have been implemented adaptively, although they still face inclusivity challenges for older adults patients and Social Security participants. The theoretical implications are to strengthen the digital governance framework in the context of public health services, while practically providing a responsive and participatory digital governance model for regional hospitals. This study makes a unique contribution through an integrative approach among digital technology and humanistic values in healthcare.